Harvey Nichols Reviews 

Absolutely unacceptable experience with Harvey Nichols.

I placed an order and paid on the understanding that it would arrive via next day delivery for an important event. Not only was the item never dispatched on time, but there was also zero proactive communication regarding the delay, meaning the order completely missed the purpose it was purchased for.

Customer service throughout has been appalling. I spent multiple calls chasing updates and a refund, only to deal with crossed call centre lines, inconsistent information, and on some occasions staff laughing in the background during calls. I was then told the item would be returned directly to the depot, yet despite all this time passing, I still have not received my refund and continue to chase for updates with no clear resolution provided.

At no stage did Harvey Nichols handle this situation with the level of professionalism expected from a luxury retailer. The inconvenience, lack of accountability, and poor communication completely ruined the experience.

On Monday 18th May I was on the Fifth Floor in Harvey Nichols and KATE looked after me so well, as I was a little upset.
She is such a caring warm professional & so skilled in her work and such an asset to the Fifth Floor .
I was so delighted she was on duty .

There won't be a Harvey Nix for much longer - if my current experience is anything to go by!
Knightsbridge store is empty and soulless.
Website has so many errors - showing things as available - but aren't. Too frustrating to order!
And now - Customer Service - they talk to you charmingly - but actually are virtually useless.
I ordered an item with them - they told me they had it on hold - and now 2 weeks later: oh sorry it's the wrong item! I'd explained that I wanted to wear it for a wedding on Saturday. You should have checked the item 2 weeks ago!! Incompetence at its worst .
My advice - go to Selfridges everyone!

Not a luxury experience for sure! My dress was sent with a belt missing. It took multiple messages and a formal complaint to actually have a refund initiated (10 days since they received my item back). The return postage was deducted so I had to complain this is against the consumer's act and their own policies. I would not want to buy from them again!

I ordered a coat and asked for next day delivery. The item never arrived. Then dpd said they had delivered but sent a picture of a different address. I have been pursuing a claim for refund with Harvey Nichols now for non delivery for 35 days. Each time they say they will respond and they don’t. They claim to be following up with dpd for a refund before I get mine. Yet my contract is with Harvey Nichols not dpd. This company is terrible and not what I expected from what is meant to be a trusted brand. Absolutely terrible I’ve not received any refund or any customer service. Do not buy from here. My complaint is still unresolved.

Order products shown as in stock on their website, pay for them. Receive an email several days later to inform you the items are out of stock. Chase up the return of your money for 5 weeks and be told that the money you had assigned for beachwear for your forthcoming holiday is still in their bank account, even though an email was sent telling me that the money had been sent to my bank account. It will be approximately 7 weeks after paying for an out of stock item before I hopefully get my money back. Outrageously poor customer service and the only reason I will be shopping there again is because I have to have my refund on a gift card, which will be sent to me with no money on it so that I can then call the incompetent staff again for them to probably spend another week putting my money on a useless gift card! even though part of the order was placed on my credit card, the balance of which I have already had to pay. The whole problem starte really because there website shows items in stock when they are not (has happened to me twice now in 1 month) and that their useless e-gift cards can't be redeemed online. Ypou have to call customer services, pay for the goods and then they refund the card. Absolute joke of a company. I will be surprised if they stay in business so don't be asking for gift cards for your birthday is my best advice.

White text “unsubscribe” button on a white background to try and keep you subscribed to their emails. Are you that desperate? Get out of here you slimy parasites

Bought an expensive bag from Harvey Nichols. After 6months the stitching came apart and the bag was unusable. I contacted them and after multiple dismissals and terrible customer service they stated they would accept the item back and review it for manufacturing faults to issue a refund. They said this would take 20 days. After the 20 days and no communication from them, I emailed for an update and they stated this would take a further 3 months. Absolutely terrible company and customer service, do not give them your money

UPDATE
Be very careful buying expensive fragrances from here, especially Creed.
I am updating this review to reflect the full outcome of my complaint.

I purchased a 100ml bottle of Creed Aventus from Harvey Nichols. I have worn Aventus for many years and know exactly how it should perform. The bottle I received was noticeably different from what I would reasonably expect. The scent was significantly weaker, the balance of notes appeared different and the fragrance did not last anywhere near as long as previous bottles I have owned. I tested it repeatedly, on different occasions, on both skin and clothing, with the same result every time.

What ultimately concerns me far more than the fragrance itself is how the complaint was handled.

I raised the issue promptly, within days of purchase. During discussions with the perfume stand manager, it was accepted that batches can vary and that there can be differences between bottles. However, despite this, the position appeared to be that no exchange would be offered. I was invited to compare my bottle against a tester, yet it was also made clear that the outcome was unlikely to change. This created the impression that a conclusion had already been reached before any meaningful consideration of my concerns.

The matter then became an exhausting exercise in persistence.

Over the following weeks I corresponded with numerous individuals and managers, escalated the matter repeatedly, contacted Creed directly, submitted formal complaints and eventually involved my bank. By the time Harvey Nichols agreed to resolve the matter, my bank was already in the process of investigating and recovering the transaction.

Eventually Harvey Nichols accepted the return, covered the return postage and issued a full refund. I acknowledge that this was the correct outcome and I am pleased that the financial aspect of the dispute was finally resolved.

However, it is impossible to ignore what was required to get there.

No customer spending more than £200-300+ on a luxury fragrance should have to devote this amount of time, effort and energy simply to have their concerns taken seriously. The issue could have been resolved much earlier through a more balanced and customer-focused approach.

One positive lesson from this experience was the importance of purchasing expensive items using a credit card. Had I paid by debit card or another payment method, my options would have been significantly more limited. As the matter became increasingly protracted, I took reassurance from knowing that consumer protections existed and that my card provider was able to independently investigate the transaction. In the end, Harvey Nichols resolved the matter before that process concluded, but consumers spending significant sums should be aware of the protections available to them when things go wrong.

What I find particularly disappointing is that after all of the correspondence, escalation, inconvenience and time invested, not a single goodwill gesture was offered. No voucher, no store credit, no acknowledgement that months of unnecessary effort had been imposed on the customer. The eventual refund merely returned me to the position I should have been in all along. It did nothing to recognise the considerable time spent pursuing a resolution.

The overall impression left with me was that the eventual refund was treated almost as a favour rather than the resolution of a genuine customer complaint. At times I felt I was being expected to justify and re-justify concerns that had been raised almost immediately after purchase, despite having been a long-standing user of the product and despite being willing to attend store assessments and engage throughout the process.

Luxury retailers charge premium prices because customers expect premium service when things go wrong. In this case, whilst the eventual outcome was correct, the journey to get there was unnecessarily difficult, time-consuming and frustrating. The level of effort required to secure a resolution was wholly inconsistent with the level of service I expected from Harvey Nichols.

The refund has resolved the financial dispute, but it has not restored my confidence. Unfortunately, I cannot see myself purchasing expensive fragrances from Harvey Nichols again.

Disappointed Delivery
I ordered a dress for over £600 and it turned up in a brown Jiffy bag with no tissue or not wrapped in anything. I thought I was opening a parcel from Amazon, I was so disgusted. How can you delivery high quality goods like this. I will never order anything online again.

The customer service is appalling. They have lost my return and are withholding my refund. The return was generated on their website and I have an email providing a return label for that item. I have provided proof of postage for the same tracking number. Royal Mail (RM) have confirmed the item was delivered to Harvey Nichols (HN) both on their website and in a call between HN and RM. Despite all this proof, they will still not issue a refund.

The customer service has been terrible. First they blamed Royal Mail for not delivering it, then they suggested (having been happy with the tracking number up to that point) that I had provided the tracking number for another item which was returned the week before. The item in question was refunded 4 days before the missing parcel was delivered so that is physically impossible. I also provided the tracking details and proof of delivery for the other item.

I have asked them to clearly explain why they are breaching their terms on the website which clearly state that refunds will be processed within 10 days. They have not answered my question. (They have also misquoted their terms at once point telling me they have 20 days to refund.)

I have asked for this to be escalated on multiple occasions. They will not confirm any escalation has been made.

They have provided no timeframe for sorting this out. They have provided no details on the process they will follow and when they will refund me.

They have confirmed they are checking CCTV, but if they have internal issues that need to be investigated, that is not the consumer’s issue.

I have wasted a lot of time and energy on emails and phone calls with no resolution.

I am escalating this issue to an external business and in the meantime have written this review to warn others.

The fact that Harvey Nichols have such a low rating on Trustpilot yet no one from their business ever comments or connects with reviewers to sort out issues or apologise says it all. I certainly wouldn’t dream of buying from them again.

Further update
I have now realised that they have also refunded the wrong amount (too little) for a separate item I returned the week before. (No refund at all still for the item they lost.) Customer services don’t understand the basics of discounts and loyalty points. I have never regretted purchasing from a company more than I have this one.

Ordered an expensive perfume which was delivered to the wrong address.
The courier denied this even though I could prove it and Harvey Nicholls said there was nothing they could do !!!
The law says it’s their responsibility until it is delivered to me so the are utter thieves and I wouldn’t shop here if your value your hard earned money.
I’m £288 down

Harvey nicholls had the chance to do the right thing and did !!
They have now offered me a full refund and restored my faith in the company

Ordered a couple of items online as the delivery time specified 1-3 working days...... 4 working days later and nothing has arrived... DPD stating they have yet to receive items... Tried cancelling orders, but they are now ignoring my messages.... The one message they did respond to was replied with a rude and unhelpful message.... have now contacted my credit card company to get amount refunded....... Terrible service for such a well known brand.

Good welcome, great attentative customer service, pleasant relaxing and helpful staff especially Helen amazingly good at customer satisfaction.

I would come here over selfriges now again and again.

Visited the London branch recently to purchase a gift for my wife. Customer service was excellent and helped me pick a good perfume. Great service

My daughter booked a personal shopping experience at Harvey Nichols. What a pleasure to meet Trung. She was warm relaxed and did not make the experience feel intimidating at all. She took the time to listen to my concerns and encouraged me to try things on which I would not normally consider.
Unfortunately, I did not find the wedding outfit but I will continue to look on Harvey Nichols website and will come in to the store again.
What an asset you have in Trung and and the customer service she provided was first class.
Many thanks,
Angela.

Still trying to get a refund for an item ordered but never even passed on to the delivery company. A label was created with DPD but parcel never handed to them. It’s been over a week… Attempting to contact their customer service but been really struggling. Can someone please get in touch with me or reply to my emails?

Update: I finally got a response and they sorted it out.

We ordered a handbag which arrived quickly and was as described. Had our experience with HN ended there, I would be leaving a five star review,
We exercised or right to return using the HN returns process, dispatching the bag by Royal Mail the day after receiving it. RM lost the parcel.
We contacted HN several times over the next 50 days. Even after agreeing the parcel was lost, they said they needed to conclude their ‘investigations’ before a refund would be issued.
Since we had discharged our responsibility for the package when we got proof of postage from RM, we eventually contacted our payment provider who immediately actioned a chargeback.
After 70+ days, we eventually received a confirmation of refund from HN but we weren’t sure whether this was just how long their process took or was prompted by the chargeback.
With HN being a company of some reputation, we didn’t expect such poor handling of a simple return.

I visited the Carolina Herrera Counter at Harvey Nichols in Leeds today. Indy did my make up and she made look beautiful and feel so special. I would highly recommend her to everyone.

I’ve now ordered two high-value items from Harvey Nichols, and both experiences have been extremely disappointing. On both occasions, the products arrived faulty and were packaged so poorly that it was clear little care had been taken to protect premium goods in transit.
What’s even more frustrating is that, despite the faults being entirely on their side, I was required to pay return fees both times. Being charged to rectify a retailer’s own mistakes is simply unacceptable - especially from a company positioning itself as a luxury brand.
Customer service only added to the frustration. Rather than resolving the issue with professionalism and accountability, the support I received was dismissive and unhelpful, making an already poor experience even worse.
Given the consistently low standards in both product handling and aftercare, I would strongly advise others to avoid taking the risk. There are far more reputable luxury retailers who understand the level of service and quality customers expect...and deserve.